Assisted travel

Do you have special travel needs? We’re committed to comfortable, accessible travel for everyone. Our assisted travel scheme helps passengers with disabilities as well as older people who need a little extra help using our services.

If you are disabled or have difficulty travelling, you can get advice about accessibility before you travel.

And when you come to one of our stations, we can offer you the help you need.

How to book assisted travel

It’s best to contact us at least one day before you travel if you want to book assistance. This gives us time to make the right arrangements. There are several ways to book:

What to do when you arrive at the station

We can offer the best assistance if you get to the station at least 20 minutes before the train is due. When you arrive let a member of staff know you’ve booked assistance.

We can help you:

buy a ticket and anything else you may want for your journey

show you where to go – you’ll need to get to the platform 5 minutes before your train leaves

get around the station, providing ramps or another kind transport if you can’t use steps

board the train and find a seat

change trains during your journey

We can also carry light luggage and let other stations know you are coming so that you are looked after when you arrive.

You shouldn’t have to wait longer than 5 minutes for the help if you’ve booked.

What to do if you can’t book assisted travel

If you can’t let us know before you travel about your needs, tell a member of staff when you get to the station that you’d like assistance. If they can’t help, they’ll arrange for you to go to another station where you will be looked after.

If there’s no member of staff at the station, you can phone us on 0800 138 1016 or use the help point for assistance.